Effective date: 14 July 2026 · Last reviewed: 11 July 2026
Reviews help families choose well and help good providers be found. These rules keep them worth trusting. This policy reflects the ban on fake and incentivised reviews under the Digital Markets, Competition and Consumers Act 2024.
1. Who can review
Only registered members aged 18+ who have genuine, first-hand recent experience of the provider — you or your child used the service. One review per member per provider (you can update it as your experience changes).
2. What a review must be
- Honest, first-hand and about the service experience: quality, communication, environment, value.
- Yours: written by you, not copied, not written on someone’s behalf.
- Fair on facts: negative reviews are welcome and will not be removed for being negative; false factual claims will be.
3. What is not allowed
- Incentivised reviews — no discounts, gifts, free sessions or payment in exchange for a review (positive or negative). Providers must not solicit reviews selectively from only-happy customers.
- Fake or conflicted reviews — no reviewing your own business, your competitors, your family’s business, or a service you haven’t used.
- Names or identifying details of children other than your own; no personal attacks on named individuals; no content breaching the Community Rules.
- Reviews as leverage — threatening a bad review to obtain a refund or freebie.
4. Provider replies
Providers may post one public reply per review. Replies must be professional, must not disclose personal data about the reviewer or their family, and must not dispute the reviewer’s right to their opinion — only correct facts and add context.
5. Moderation and removal
Reviews are not pre-moderated but are checked on report. We remove reviews that breach this policy and may remove all reviews from an account engaged in manipulation. We do not remove or edit reviews at a provider’s request merely because they are unfavourable, and providers cannot pay for review removal.
6. Flagging a review
Providers and members can flag a review via the report option or hello@lifelearn.co.uk, stating which rule it breaches. Decisions and appeals follow the Reporting and Complaints Policy.
